Neil Managbanag

Dedicated Email and Chat Support Specialist with 14+ years of experience delivering exceptional service through written communication across tech, retail, finance, and healthcare industries. Proficient in using Zendesk and CRM platforms to manage high volumes of client interactions with efficiency and professionalism. Adept at resolving issues, enhancing customer satisfaction, and contributing to streamlined support operations in remote and fast-paced environments.

Customer Support Specialist – Email & Chat (Zendesk) at LawnStarter (2019-02 – 2025-06)

• Delivered responsive and empathetic customer support via email and live chat using Zendesk, ensuring a smooth and positive experience for LawnStarter users.
• Handled a wide range of inquiries including service scheduling, account issues, billing concerns, provider coordination, and service modifications.
• Troubleshoot issues and escalated complex cases when necessary, maintaining a high first-contact resolution rate.
• Collaborated with internal teams to ensure accurate and timely communication between customers and service providers.
• Maintained detailed and organized support records in Zendesk, contributing to team knowledge base and performance tracking.
• Consistently met or exceeded KPIs for response time, customer satisfaction (CSAT), and ticket resolution.

Customer Service Representative, Trainer and Team Leader at AwesomeOS Philippines - MeUndies (2016-10 – 2019-01)

• Handled high volumes of customer interactions via phone, email, and live chat.
• Provided support for order inquiries, package tracking, product questions, exchanges/returns, and resolution of issues related to mispacked or missing items.
• Assisted members with account and membership concerns, ensuring prompt and courteous service to enhance customer satisfaction and retention.
• Assessed team strengths and development areas to identify training needs.
• Designed and implemented targeted training programs to address skill gaps and support employee career advancement.
• Delivered engaging training sessions and monitored effectiveness through feedback and performance evaluations.
• Led a team of customer support agents, ensuring alignment with company goals, performance standards, and safety protocols.
• Monitored team performance, provided coaching and feedback, and motivated members to achieve individual and team objectives.
• Acted as a liaison between team and management, supporting hiring, onboarding, and policy communication.
• Provided regular updates to leadership on team progress, challenges, and operational improvements.

Customer Service Representative – Phone & Email Support at Techcel Outsourcing Solutions | MintBills by Intuit (Bills & Money) (2015-05 – 2016-07)

• Provided inbound phone and email support to assist customers with bill payments, payment status inquiries, account cancellations, and resolution of technical issues.
• Initiated outbound calls to billers, banks, and customers to ensure accurate transaction processing and issue resolution.
• Managed a daily volume of 50–100 customer emails, delivering timely and clear communication to maintain a high level of customer satisfaction.
• Collaborated with internal teams to escalate complex issues and improve workflow efficiency.

Medical Biller at FOCUSINC Group Corporation (2014-09 – 2015-02)

• Reviewed patient billing records for accuracy, completeness, and compliance with insurance requirements; followed up to obtain any missing or corrected information.
• Applied knowledge of insurance guidelines, including Medicare and state Medicaid programs, to ensure proper claim submission and reimbursement.
• Utilized medical codes to generate and submit accurate claims to insurance providers.
• Coordinated directly with insurance companies, healthcare providers, and patients to resolve claim issues and ensure timely payments.
• Verified patient insurance coverage and benefits prior to billing, reducing claim rejections and denials.

Customer Service Representative – Phone Support at Offsourcing Philippines | Just Fab North America, JustFab UK & The Simple Stores (2013-01 – 2014-09)

• Provided phone-based customer support for U.S. and U.K. markets, assisting customers with order inquiries, package tracking, exchanges and returns, and resolution of mispacked or missing items.
• Handled membership-related questions and guide customers through account management processes.
• Delivered accurate product information and recommendations, ensuring a positive customer experience and maintaining brand loyalty across multiple retail platforms.
• Maintained professionalism and efficiency in a high-volume support environment.

Customer Service Representative – Billing & Sales at AT&T (via VXI Davao, Philippines) (2012-07 – 2013-01)

• Handled customer inquiries related to billing issues, service concerns, and account adjustments, including processing refunds and corrections in a timely and professional manner.
• Promoted and sold AT&T products and services, identifying customer needs to offer tailored solutions and support a smooth sales process.
• Maintained high levels of customer satisfaction while meeting individual and team sales targets.
• Demonstrated strong communication and problem-solving skills in a fast-paced contact center environment.

Customer Service Representative – Fraud Prevention (Capital One Credit Card) at Sitel Philippines (2011-07 – 2012-05)

• Served as a Fraud Prevention Specialist, identifying and investigating suspicious transactions to protect both the company and customers from financial loss.
• Reviewed and enhanced fraud detection processes, contributing to the ongoing development of effective prevention strategies.
• Interacted directly with identity theft victims, gathering insights and feedback to strengthen security measures and prevent future fraud.
• Ensured compliance with security protocols while maintaining empathetic, professional communication with customers during sensitive interactions.
• Played a key role in safeguarding customer accounts and maintaining trust in the Capital One brand.

Bachelor of Science in Nursing – Mindanao Medical Foundation College (2009)